My role
Design manager and Design lead
Background & problems to solve
- Growing lines at the pharmacy, creating long waits and frustrated patients.
- Low utilization of the CVS app for in-store purchases and benefits including loyalty programs.
- Multiple places (in-store and digitally) to find information
- Trip consolidation: patients may need return trips in order to complete one set of actions.
- General store navigation and confusion on where to check-in for MinuteClinic services vs. Pharmacy services
- Low utilization of the CVS app for in-store purchases and benefits including loyalty programs.
- Multiple places (in-store and digitally) to find information
- Trip consolidation: patients may need return trips in order to complete one set of actions.
- General store navigation and confusion on where to check-in for MinuteClinic services vs. Pharmacy services
Scope
The digital store team’s primary use-case and personas are patients and customers that are physically in a CVS store that would benefit from tools within the CVS app.
In-store operations, store layout, etc. were all out-of-scope
Output & Format
A PowerPoint for leadership